一、中文
(一)圖書
初景利。圖書館數字參考諮詢服務研究。北京:北京圖書館出版社,民93年。
莊健國。圖書館數位合作參考服務的理論與實務。臺北市:文華,民93年。
鄭恆雄、林呈潢、嚴鼎忠合著。參考服務與參考資訊。臺北縣:空大,民85年。
蘇小鳳。即時數位參考諮詢服務。臺北市:文華,民94年。
(二)期刊論文
王哲。「網絡實時參考服務探討」。情報業務研究 7卷 (民93年),頁98-102。
沈靜。「Chat實時參考諮詢服務及其優缺點分析」。圖書館論壇 24卷3期 (民 93年6月),頁131-133。
柯皓仁。「公共圖書館之數位參考諮詢服務」。臺北市立圖書館館訊 22卷2期 (民93年12月),頁8-19。
徐嘉僑。「數位參考服務在現代化圖書館的運用」。臺灣圖書館管理季刊 1卷2期 (民94年4月),頁60-76。涂曉晴。「電子郵件參考服務-邁向虛擬參考服務之路」。國立中央圖書館臺灣分館館刊 6卷3期 (民89年3月),頁46-60。蔡碧芳。「淺談數位參考服務」。美國資訊科學與技術學會臺北學生分會會訊 15期 ( 民91年12月),頁35-56。蔡碧芳。「我國大學圖書館數位參考服務發展之研究」。大學圖書館 8卷1期 ( 民93年3月),頁193-215。簡玉菱、柯皓仁。「網際網路時代的參考諮詢服務-線上合作參考諮詢服
務」。國家圖書館館訊 91卷3期 (民91年8月),頁1-4。
鍾雪珍。「E-Reference-參考服務新趨勢:從美國及上海的聯合數位參考
服務談起」。國家圖書館館訊 90卷4期 (民90年11月),頁5-9。
蘇小鳳。「英、美學術圖書館之虛擬參考服務-從電子郵件至現場網路影音
同步參考諮詢服務」。興大人文學報 32期 (民91年6月),頁557-571。
蘇小鳳。「大學圖書館合作式即時數位參考諮詢服務」。圖書資訊學刊 1卷4期 (民93年3月),頁1-19。
蘇小鳳。「淺談即時數位參考諮詢服務中的人:參考館員之角色、工作模式與態度」。中國圖書館學會會報 73期 (民93年12月),頁109-123。(三)網路資源
國立交通大學浩然圖書館。「線上互動讀者諮詢服務系統」。
<http://solo.247ref.org/wcscgi/CDM.exe?SS_COMMAND=CUST_SUP&C
ategory=NCT> (2005年7月22日)。
臺北市立圖書館。「臺北市立圖書館參考服務視訊櫃臺簡介」。
<http://www.tpml.edu.tw/chiness/service/reference/introduce.
ppt#256,1,投影片1> (2005年7月22日)。
二、英文
(一)圖書
Coffman, Steve. Going Live: Starting & Running a Virtual Reference Service. Chicago: American Library Association, 2003.
Janes, Joseph. Introduction to Reference Work in the Digital Age. New York: Neal-Schuman Publishers, 2003.
Katz, Bill., ed. Digital Reference Services. Binghamton, NY: Haworth Information Press, 2004.
Kimmel, Stacey and Jennifer Heise., ed. Virtual Reference Services: Issues and Trends. Binghamton, NY: Haworth Information Press, 2003.
Lankes, David., ed. Implementing Digital Reference Services: Setting Standards and Making It Real. New York: Neal-Schuman Publishers, 2003.
Lankes, David., ed. The Virtual Reference Experience: Integrating Theory into Practice. New York: Neal-Schuman Publishers, 2004.
Lipow, Anne Grodzins. The Virtual Reference Librarian''s Handbook. New York: Neal-Schuman Publishers, 2003.
Meola, Marc and Sam Stormont. Starting and Operating Live Virtual Reference Servi: A How-to-do-it Manual for Librarians. New York: Neal-Schuman Publishers, 2002.
Primary Research Group Inc.. Creating the Virtual Reference Service. New York, New York: Primary Research Group, 2003.
Ronan, Jana Smith. Chat Reference: A Guide to Live Virtual Reference Services. Westport, Conn.: Libraries Unlimited, 2003.
(二)期刊論文
Anonymous. “The Year in Review: The Top 10 Library Stories.” American Libraries 33, no. 11 (December 2002): 35-40.
Arnold, Julie and Neal Kaske. “Evaluating the Quality of a Chat Service.” Portal 5, no. 2 (April 2005): 177-193.
Arret, Linda and Steve Coffman. “To Chat or Not to Chat: Taking Another Look at Virtual Reference.” Searcher 12, no. 7 (July/August 2004): 38-46.
Ascher, Marie T., Suzanne J. Crow, Haldor Lougee-Heimer, Susanne Markgren. “Asked and Answered-online: How Two Medical Libraries Are Using OCLC''s QuestionPoint to Answer Reference Questions.” Medical Reference Services Quarterly 23, no. 1 (Spring 2004): 13-28.
Ashe, James Casey. “Information Habits of Community College Students: A Literature Survey.” Community and Junior College Libraries 11, no. 4 (2003): 17-25.
Bakker, Trix. “Virtual Reference Service: Connecting Users with Experts and Supporting the Development of Skills.” Liber Quarterly 12, no. 2/3 (2002): 124-137.
Bao, Xue-ming. “A Study of Web-based Interactive Reference Services Via Academic Library Home Pages.” Reference & User Services Quarterly 42, no. 3 (Spring 2003): 250-256.
Bobal, Alison M. , Roxanne Cox, and Cynthia M. Schmidt, “One Library''s Experience with Live, Virtual Reference.” Journal of the Medical Library Association 93, no. 1 (January 2005): 123-125.
Boyer, Joshua. “Virtual Reference at the NCSU Libraries: The First One Hundred Days.” Information Technology & Libraries 20, no. 3 (September 2001): 122-128.
Breeding, Marshall. “Instant Messaging: It''s Not Just for Kids Anymore.” Computers in Libraries 23, no. 10 (November/December 2003): 38-40.
Bromberg, Peter. “Managing a Statewide Virtual Reference Service: How Q and A NJ Works.” Computers in Libraries 23, no. 4 (April 2003): 26-31.
Broughton, Kelly M.. “Usage and User Analysis of a Real-time Digital Reference Service.” Reference Librarian 79/80 (2002/2003): 183-200.
Campbell, Kathy A., Marie F. Jones, and Jerry Shuttle., “Chat Reference: One University''s Experience.” Reference Librarian 79/80 (2002-2003): 297-309.
Chen, Nanand and Edana McCaffery Cichanowicz. “Planning for Multilingual Chat Reference Service in a Suburban Public Library System.” Reference Librarian 85 (2004): 115-126.
Cichanowicz, Edana McCaffery. “Live Reference Chat from a Customer Service Perspective.” Internet Reference Services Quarterly 8, no. 1/2 (2003): 27-32.
Desai, Christina M. and Jody Condit Fagan. “Communication Strategies for Instant Messaging and Chat Reference Services.” Reference Librarian 79/80 (2002-2003): 121-155.
Dougherty, Richard M.. “Reference around the Clock: Is It in Your Future?” American Libraries 33, no. 5 (May 2002): 44-46.
Dream Tech Software Research Team. “Instant Messaging Systems.” Computer Communications 27, no. 1 (January 2004): 141.
Dunn, Kathleen and Ann Morgan. “Going Where the Students Are: Live/Web Reference at Cal Poly Pomona.” Reference Librarian 79/80 (2002-2003): 210-213.
Eastell, Ciara. “Answers Now: from Somerset to…” Public Library Journal 19, no. 4 (Winter 2004): 27-29.
Foley, Marianne. “Instant Messaging Reference in an Academic Library: A Case Study.” College & Research Libraries 63, no. 1 (January 2002): 36-45.
Francoeur, Stephen. “An Analytical Survey of Chat Reference Services.” Reference Services Review 29, no. 3 (2001): 189-203.
Harris, Julianna C., Jennifer Heiland, and Kathleen A. McGraw. “Promotion and Evaluation of a Virtual Live Reference Service.” Medical Reference Services Quarterly 22, no. 2 (Summer 2003): 41-56.
Helfer, D S. “Virtual Reference in Libraries: Remote Patrons Heading Your Way?” Searcher 9, no. 2 (February 2001): 67-70.
Hodges, Ruth A.. “Assessing Digital Reference.” Libri 52, no. 3 (September 2002): 157-168.
Houghton, Sarah and Aaron Schmidt. “Web-based Chat vs. Instant Messaging: Who Wins?” Online (July/August 2005): 26-30.
Jagman, Heather. “An Introduction to the Next Steps in Online Reference Services.” Public Services Quarterly 1, no.2 (2002): 5-13.
Jane, Catherine and Dawn McMillan. “Online in Real-time? Deciding Whether to Offer a Real-time Virtual Reference Service.” The Electronic Library 21, no. 3 (2003): 240-246.
Jensen, Bruce. “The Case for Non-intrusive Research: AVirtual Reference Librarian''s Perspective.” Reference Librarian 85 (2004): 139-149.
Johnson, Corey M. “Online Chat Reference Survey Results from Affiliate of Two University.” Reference & User Services Quarterly 43, no. 3 (Spring 2004): 237-247.
Keys, Jacki and Fran Wilson. “Ask Now! Evaluating an Australian Collaborative Chat Reference Service: A Project Manager''s Perspective.” Australian Academic & Research Libraries 35, no. 2 (June 2004): 81-94.
Kibbee, Jo David Ward, and Wei Ma. “Virtual Service, Real Data: Results of a Pilot Study.” Reference Services Review 30, no. 1 (2002): 25-36.
Kloss, Louise and Yin Zhang. “An Evaluative Case Study of a Real-time Online Reference Service.” The Electronic Library 21, no. 6 ( 2003): 565-575.
Martin, Julie. “Ask a Librarian Virtual Reference Services at the Boeing Library.” Internet Reference Services Quarterly 8, no. 1/2 (2003): 127-135.
Matheson, Scott. “Library Lawline: Collaborative Virtual Reference in a Special Library Consortium.” Reference Librarian 85 (2004): 101-114.
McClellan, Cynthia S.. “Live Reference in an Academic Health Sciences Library: the Q and A NJ Experience at the University of Medicine and Dentistry of New Jersey Health Sciences Library at Stratford.” Internet Reference Services Quarterly 8, no. 1/2 (2003): 117-126.
Oder, Norman. “The Shape of E-reference.” Library Journal 126, no. 2 (February2001): 46-50.
Olivares, Olivia. “May: Virtual Reference Systems.” Computers in Libraries 24, no. 5 (May 2004): 25-29.
Ronan, Jana Smith. “Chat Reference: A Guide to Live Virtual Reference Services.” Internet Reference Services Quarterly 10, no. 1 (2005): 116-118.
Ruppel, Margie, and Jody Condit Fagan. “Instant Messaging Reference: Users'' Evaluation of Library Chat.” Reference Services Review 30, no. 3 (2002): 183-197.
Schakke, Glenda and Eleanor Sathan. “We Jumped on the Live Reference Bandwagon and We Love the Ride!” Computers in Libraries 23, no. 4 (April 2003): 20-25.
Seiden, Peggy A.. “Where Have All the Patrons Gone?” Reference & User Services Quarterly (Spring 2000): 221-222.
Smyth, Joanne. “Virtual Reference Transcript Analysis: A Few Models.” Search 11, no. 3 (March 2003): 27-28.
Staley, Laura. “E-mail Reference: Experiences at City University.” PNLA Quarterly 62, no. 4 (1998): 20-21.
Stoffel, Bruce and Toni Tucker. “E-mail and Chat Reference: Assessing Patron Satisfaction.” Reference Services Review 32, no. 2 (2004): 120-140.
Stormont, Sam. “Going Where the Users Are: Live Digital Reference.” Information Technology & Libraries 20, no. 3 (September 2001): 129-134.
Trump, Judith F. and Ian P. Tuttle. “Here, There, and Everywhere: Reference at the Point-of-need.” Journal of Academic Librarianship 27, no. 6 (November 2001): 464-466.
Ward, David. “Why Users Choose Chat: a Survey of Behavior and Motivations.” Internet Reference Services Quarterly 10, no. 1 (2005): 29-46.
(三)網路資源
24×7 Evaluation Team. “24×7 Reports.”
http://www.blc.org/task_forces/FY04?247_evaluation?247_reports.html
American Library Association. “Guidelines for Implementing and Maintaining Virtual Reference Services.” http://www.ala.org/ala/rusa/rusaprotools/referenceguide/virtrefguidelines.htm
Association of Southeastern Research Libraries. “ASERL Virtual Reference Membership Survey Complete Results.”
http://www.aserl.org/projects/vref/surveysumcomplete.htm
Berube, Linda. “Digital Reference Overview.” http://www.ukoln.ac.uk/public/nsptg/virtual/
Boss, Richard W.. “Virtual Reference.” http://www.ala.org/ala/pla/plapubs/technotes/virtualreference.htm
Colorado State Library. “Ask Colorado’s First Year Online.” http://www.lrs.org/documents/fastfacts/223_askcolorado.pdf.
Cooper, Kathleen B. and Michael D. Gallagher. "A Natinal Online: Entering Broadbanad Age.”
http://www.ntia.doc.gov/reports/anol/NationOnlineBroadband04.htm#_Toc78020942
Francoeur, Stephen. “Chat Reference.” http://www.teachinglibrarian.org/chat.htm
Fletcher, Janet, Philippa Hair, and Jean McKay. “Online Librarian-real Time/Real Talk: An Innovative Collaboration between Two University Libraries.” http://www.vala.org.au/vala2004/2004pdfs/20FlHaMc.PDF
Florida Electronic Library. “Ask a Librarian Statistic-June 2005.” http://info.askalibrarian.org/pdf/statistics.pdf
LisWiki com.. “Chat Reference Libraries.” http://www.liswiki.com/wiki/List_of_libraries_providing_virtual_reference_services
Jenda, Claudine. “Providing Virtual Reference Assistance to Patent Searchers
Using Info Chat.” http://www.european-patent-office.org/epidos/conf
/patlib2002/pres/jendac_te.pdf
Kansas Library Network. “Kan Answer.” http://skyways.lib.ks.us/KSL/KLNB/KANAnswerWeb/KANAnswerProjectAssessmentWeb.htm
Kaske, Neal, and Julie Arnold. “An Unobtrusive Evaluation of Online Real Time Library Reference Services.” http://www.lib.umd.edu/groups/digref/kaskearnoldunobtrusive.html
Kawakami, Alice K. “Delivering Digital Reference.”
http://libraryjournal.reviewsnews.com/index.asp?layout=articlePrint&articleID=CA210717
Kling, Rob and Geoffrey McKim. “Scholarly Communication and the Continuum of Electronic Publishing.” http://arxiv.org/ftp/cs/papers/9903/9903015.pdf
Library Lawline. “Service: Monthly Updates.”
http://www.nellco.org/librarylawline
Marsteller, Matt and Paul Neuhaus. “The Chat Reference Experience at Carnegie Mellon University.” http://www.contrib.andrew.cmu.edu/~matthewm/ALA_2001_chat.html
McClure, Charles R., Francis Eppes, and R. David Lankes. “Assessing Quality in Digital Reference Services: A Research Prospectus.” http://quartz.syr.edu/quality/overview.htm
Rosch, Hermann. “Digital Reference in Germany –an Overview and Experiences on the Need for Qualifications.”
http://www.ifla.org/ifla69/papers/107e_trans_roesch.pdf
Ryerson University. “A Digital Reference Service for a Digital Library: Chat Technology in a Remote Reference Service.” http://www.ryerson.ca/library/ask/McConnell.pdf
Sears, Joann. “Chat Reference Service: An Analysis of One Semester’s Data.” Issues in Science and Technology Librarianship 32 (Fall 2001). http://www.istl.org/01-fall/article2.html
Sloan, Bernie. “Bernie Sloan’s Digital Reference Pages.” 6 August 2002. http://people.lis.uiuc.edu/~b-sloan/bernie.htm
Sloan, Bernie. “Ready for Reference: Academic Libraries Offer Live Web-Based Reference Evaluating System Use.” http://222.lis.uiuc.edu/~b-sloan/r4r.final.htm
Sloan, Bernie. “Digital Reference Services Bibliography.” http://people.lis.uiuc.edu/~b-sloan/digiref.html
The Association of Research Libraries. “SPEC Kit 268 Chat Reference.” December 2002. http://www.arl.org/spec/268.html.
The Association of Research Libraries. “SPEC Kit 273 Chat Reference.” http://www.arl.org/spec/273sum
Wikimedia Foundation Inc.. “Digital Reference Services.” http://en.wikipedia.org/wiki/Digital_reference_services
Wisconsin Library Services. “AskWI Basic Statistics.” 10 October 2004. http://lepton.wils.wisc.edu/askwichat/askwistats.doc
Yackle, Anna. “ Re: [DIG_REF] Shutting Down Chat Reference.” Dig_REF
Listerv. http://finance.groups.yahoo.com/group/dig_ref/message/9130
Zanin-Yost, Alessia “Digital Reference: What the Past has Taught Us and What the Future Will Hold.” Library Philosophy & Practice 7: 1 (Fall 2004). http://www.webpages.uidaho.edu/~mbolin/zanin-yost.pdf#search=''Digital%20Reference%3A%20What%20the%20Past''